Lian Chang is an extremely busy immigration consultant.

She arrives at work at 8 am on Monday, knowing her schedule that day is very demanding.

First, she has a work permit extension application to be uploaded today for Janine, whose work permit expires at midnight UTC time. Janine is coming at 10 am to bring her new passport, review the information and pay for the application. That should take about 30 minutes. Her assistant will then upload the information and documents into the IRCC portal. Lian will review the online application and submit it. This should take an hour or two at most - no problems are anticipated.

At 1 pm Lian has an appointment booked with a couple coming in from out of town to start work on their spousal sponsorship file. They will sign the Service Agreement today. Following their online consultation last week. Lian sent them a draft contract which was acceptable. The couple will pay a deposit of $2000, which Lian is relying on for payroll at the end of the month - three weeks away.

(She must deposit the funds into her client account first but can invoice and transfer it to her general account as per their service agreement once she completes the forms, which she intends to do before month end).

At 8:30 am Lian's assistant calls in sick. There is no time to call in temporary help, nor would temporary staff know the intricacies of IRC's online platform. Lian will have to file Janine's work permit herself. She starts going over the work permit data on the file and opens her Authorized Representative portal.

At 9:15 am another client arrives unannounced. Carlos is a traumatized client who failed his refugee claim and has severe mental health problems, recently diagnosed with bipolar disorder. Lian is preparing a Humanitarian and Compassionate application for him which she plans to file next month.

He appears to be in crisis today and is loudly demanding to see Lian immediately, shouting profanities at the receptionist in the business center. People are starting to gather from adjoining offices to see what is happening.

Group 6:

Discuss some of the decisions Lian made in the weeks leading up to today that contributed to this predicament, and what she might do to reduce such stress in future.